MARY SHAPIRO
Customer Success Manager
Lake Worth,FL
Summary
Dynamic, self-driven professional currently pursuing a Bachelor’s Degree in Supervision and Management. Possess excellent communication and relationship management skills that have enabled the cultivation of positive relationships with external service providers, customers, and stakeholders. Demonstrated ability to foster collaborative partnerships with internal personnel at all levels, proactively contributing to team efforts and supporting continuous quality improvement. Highly organized with an innate ability to prioritize workload to ensure timely completion.
Overview
19
19
years of professional experience
Work History
Customer Success Manager
Dennis Uniform
Boca Raton, Florida
08.2018 - 10.2024
- Provided customer onboarding and training to ensure successful product adoption.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Analyzed customer data to identify trends, issues, and opportunities for improvement
- • Client Relationship Managing: Develop and nurture strong relationships with accounts and retail store clients.
- Regularly engage with key stakeholders to ensure a deep understanding of their needs and expectations.
- • Client On-boarding and Orientation: Guide new customers through on-boarding process, ensuring a smooth
- transition and understanding of our products and services. Conduct Annual Account Reviews to educate clients
- on product features, functionality, best practices and strengthening client relationships.
- • Proactive Customer Engagement: Initiate regular check-ins with customers to assess satisfaction levels and
- address any concerns or issues promptly. Provide proactive support and share insights on how customers can
- maximize the value of our offerings.
- • Product Education and Trainings: Coordinate meetings with clients and staff to ensure understanding of
- products, features and updates. Collaborate with the product team to relay customer feedback and contribute
- to product improvement.
- • Issue Resolution: Proactively identify and address any challenges or concerns raised by retail employees, in-
- store shoppers, and clients, by working collaboratively with internal teams to find effective solutions. Serve as
- the escalation point for critical issues, ensuring timely and satisfactory resolution .
- • Customer Feedback Management: Gather and analyze customer feedback to identify trends, areas of
- improvement, and opportunities for up-selling or cross-selling. Advocate customer needs and collaborate with
- team to enhance the overall customer experience.
- • Renewal and Up-sell Management: Work closely with the sales team to identify opportunities for up-selling
- additional products. Manage the renewal process, ensuring a high retention rate and identifying potential risks
- early on.
- • Metrics and Reporting: Monitor and report on key customer success metrics, such as customer satisfaction and
- buying patterns. Utilize data to identify areas of improvement and develop strategies to enhancing customer
- success.
- • Customer Advocacy: Identify satisfied customers who can serve as a reference, testimonials, or case studies.
- Encourage and facilitate the creation of customer community to foster engagement.
- • Account Retention and Partnership Growth: Maintain and expand accounts and partnerships, focusing on
- cultivating lasting relationships and assessing evolving needs. Actively contribute to the establishment of these
- enduring partnerships, with the goal of attaining mutual success and upholder
Lead Customer Service Representative
American Express
Plantation, USA
08.2011 - 07.2018
- Develop and maintain customer service policies and procedures to promote customer satisfaction
- Respond to customer inquiries in a timely and professional manner
- Resolve customer complaints and inquiries in accordance with organizational standards
- Track and report customer service metrics and performance indicators
- Monitor customer service staff to ensure adherence to company standards
- Develop and implement strategies to enhance customer service
Store Manager
Pollo Tropical
Fort Lauderdale, USA
01.2006 - 08.2011
- Oversaw a staff of 25+, and managed all operations within a busy restaurant, ensuring high standards of customer service and food quality
- Conducted monthly employee reviews to identify opportunities to improve performance
- Created a management training program to improve customer service quality and employee recognition
- Implemented inventory control structures including weekly inventory monitoring of food assets to optimize control reduce wastage and maximize cost efficiency
Education
Bachelor's - Supervision Management and Business
Broward College
Davie, FL10.2024
Associate - Business
Broward College
Davie, FL05.2021
Skills
- Microsoft Word
- Microsoft Excel
- Microsoft Powerpoint
- Microsoft Outlook
- Inventory Management
- Monetary Transactions and Bookkeeping
Timeline
Customer Success Manager
Dennis Uniform
08.2018 - 10.2024
Lead Customer Service Representative
American Express
08.2011 - 07.2018
Store Manager
Pollo Tropical
01.2006 - 08.2011
Bachelor's - Supervision Management and Business
Broward College
Associate - Business
Broward College
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